--identifying developments in technology and related matters that may provide opportunities for better services or lower costs for the customer;
• ensuring that the delivery and operation of services, including, for example, the transition into full operation, continues to recognise and satisfy the customer’s business needs;
• measuring the level of customer satisfaction with the BRM process and the performance of the service provider as a whole;
• dealing with service reports, complaints, comments and other feedback to ensure the effective provision and continual improvement of delivered services.